IP Australia's Alex is more than just a chatbot

ZDNet 

Falling under the Department of Industry, Innovation and Science, IP Australia administers intellectual property rights and legislation relating to patents, trademarks, registered designs, and plant breeders' rights in Australia. The agency was stood up in 1904 as the Australian Patent Office. Despite its age, IP Australia started down its digital transformation path a lot earlier than its other government peers, even before the Digital Transformation Office cum Digital Transformation Agency (DTA) was formed. The government entity went from having around 12 percent digital transactions available in 2012 to 99.6 percent currently, and is now working on bringing the last possible 0.2 percent online. Speaking at Criterion Conferences' Improving the Customer Experience across Government event in Sydney on Tuesday, IP Australia director of Digital Services, Innovation and Technology Craig Stokes said that despite the abundance of digital transactions available, there is still a call centre, and it is vitally important to the business.